Member Operations Specialist

Member Operations Specialist x 3

Permanent, Full Time

(Hybrid working role, between remote and office based - 3 days minimum in the London office)

About the Team

PPL’s Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams, Record Company Services, Performer Relations & Development, and Contact & Support. Our Member Services team is passionate about music and works to help ensure all our members’ accounts are up to date so they are able to collect the royalties they are owed when their music is played on radio, TV, online and in public.

What you’ll be doing:

To provide excellent front line customer service, transactional excellence in support and administration duties to our performer and record company members, in order to maximize their revenue and maintain retention, contributing towards the company and departments objectives.

Key Responsibilities:

Provide great and efficient customer service to performers and record companies, handling day to day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.

Undertake both inbound and outbound activities within the team.

Understand and comply with the data policy of PPL ensures that the Member Services core system (salesforce) is maintained and the data within it is accurate.

Responsible for accurate data within the Salesforce system and to ensure that any transactional work appending or amending this is of the same accuracy e.g. exporting data and using this in any mailing/contact activities.

Drive ‘best in class’ data quality for our members by augmenting, researching, contacting and using initiative to drive improvements.

Understand and have the ability to provide great customer service to performers and record companies, handling day to day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.

Respond accurately and professionally to all member queries received by various channels, keep an accurate log of all queries and member updates for audit purposes in line with department processes.

Work with other teams to develop good processes and procedures for member data management.

Deal with queries regarding member accounts, repertoire or payments.

Understand the issues and be able to accurately explain them. This will often require the use of multiple systems and liaising with multiple teams or departments in order to provide a detailed and comprehensive response.

What you’ll need:

Customer Service Experience

MSOffice, Powerpoint & MS Excel to at least intermediate level

Communication skills

Planning and Organisational skills

Drive for Results

Managing Projects

Problem Solving and Analysis skills

Decision Making and Judgment skills

What we can offer you…

When you come on board at PPL you can expect to be rewarded for your hard work. Employees are entitled to a wide range of benefits which support their needs and lifestyles including private medical care, cycle to work scheme, flexible working hours, £120 annually to be spent on music and many more!

PPL is currently offering hybrid flexible working which will be a mixture of office based and home working along with our flexible start and finish times, should employees wish to utilise this. This could be subject to change.

Next Steps

If this sounds like you, then we’d love to hear from you!

Equity, Diversity and inclusivity at PPL

PPL are committed to equity of opportunity, diversity and inclusivity; therefore, we welcome and encourage applicants from all sections of the community.

Here at PPL we are proud to operate in a genuine, open and straightforward way while continuing to maximise all opportunities as they arise striving to represent PPL’s members. Our job is to protect our members’ rights, and make sure their talent and investment is rewarded fairly. We take an entrepreneurial approach, working together to create new ways to deliver better service and solve business challenges. Collaboration creates great things; everyone’s talent deserves recognition and each of our members is important to us. We are the professional face for our clients. We serve with a smile and go the extra mile when representing them. We share a passion for music – that’s why we do what we do.

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